Customer Operations Engineer

As an Upsolver Customer Operations Engineer, your role will involve working closely with customers and the engineering team to address technical challenges and ensure customer satisfaction. You will be responsible for understanding the customers' user journey and finding ways to improve efficiency and organization while achieving the goals of the Customer Operations team. Additionally, you will oversee code releases and implement systems to enhance the team's efficiency. Your main focus will be on ensuring that customers derive value from Upsolver's product and are satisfied with the overall service provided.

Work very closely with our top customers to make sure that they gain value and value-realization from our product and are satisfied with the overall service we provide.

Be the focal point for any technical-related matter, and progress and own the outcome until fulfillment according to customer's needs.

Participate in the proactive monitoring of customer satisfaction and address any technical challenges.

Become knowledgeable about the customers’ user journey to make it more efficient and organized while achieving the Customer Operations goals.

Oversee every code release and implement systems to improve the efficiency of the team.

• 3+ years of experience as a Technical Customer Operations Engineer
• Ability to work closely with customers and the engineering team to solve technical challenges
• Knowledgeable about customers' user journey and ability to make it more efficient and organized
• Experience in overseeing code releases and implementing systems to improve team efficiency
• Strong communication and advocacy skills to represent customer needs within the company
• Ability to participate in proactive monitoring of customer environments and on-call rotation
• Experience in customer onboarding and ongoing usage assistance
• Collaboration with sales team on accounts planning and identifying technical opportunities for expansion
• Ability to define timelines, milestones, and success criteria and ensure their achievement
• Contribution to technical documentation on an ongoing basis

• On-call rotation participation
• Assistance with customer onboarding process
• Identification of technical opportunities for expansion
• Definition of timelines, milestones, and success criteria
• Advocacy for customer needs within the company
• Contribution to technical documentation
• Leading customer-facing activities with technical executives
• Excellent customer facing skills
• Domain experience in various areas
• Strong written and verbal communication skills
• Positive, self-starter attitude
• Drive and excitement for a dynamic, fast-paced environment
• Ability to manage multiple tasks and adhere to tight schedules
• Detail-oriented and precise
• Strong critical thinking and analytical skills
• Technical hands-on experience and willingness to participate in on-call shifts
• Ability to work effectively independently